Complaints about GPs

The care you receive from a GP is usually very good and most people don’t have any problems. But occasionally things can go wrong. This page tells you where to start when you want to sort out a problem with a GP.

What you might want to complain about?

You can make a complaint about any aspect of a GP’s care. Here are just some examples of when you might want to complain, but remember that you could complain about something a GP did or didn’t do, even if it isn’t on this list:

not being able to get an appointment to see your GP. The government target is that you should be able to get an appointment for an urgent medical problem within 48 hours

an incorrect diagnosis

incorrect treatment

problems with your GP out-of-hours service

there’s been an unreasonable delay in diagnosis or treatment

there’s been an unreasonable delay in telling you the results of tests

your GP ignores important symptoms

bad communication

your GP doesn’t provide appropriate pain relief

clinical negligence resulting in personal injury

the behaviour of staff at your GP surgery

consent issues. For example, you weren’t given information about the severe side effects of a certain medication so you weren’t able to make an informed choice about consenting to the treatment

discrimination, for example, you’re not given proper treatment because of your disability. This is against the law

lack of patient confidentiality. For example, the GP receptionist refuses to make you an appointment unless you tell them what is wrong with you. You’re concerned by this, because everyone else in the waiting room can hear

errors in medical records, or loss of medical records

a refusal (or an unreasonable delay) to provide information about your medical condition for things like a benefits or insurance claim, or when information is requested by the DVLA so you can drive again

refusal to make an appropriate referral to a hospital

delays in passing on information to other professionals

refusing to prescribe you a drug that you need. But you can't complain if it’s a drug that the GP isn’t allowed to prescribe on the NHS, or if it's a drug which a GP may only prescribe in certain circumstances or for specific patient groups.

Who is responsible for GP services?

It can be confusing to work out who is responsible and who you can raise your concerns with. Most GPs are not employed directly by the NHS. They have a contract to provide NHS services. They employ their own staff and therefore if you have concerns about a member of staff at the GP surgery, you can complain to the GP who employs them. GPs aren't usually responsible for out-of-hours services - see below. At every GP surgery, there has to be a procedure to deal with complaints, and someone who is responsible for dealing with complaints.

NHS England

NHS England is responsible for a GP’s contract and making sure that GPs carry out the terms of their contracts.

Out-of-hours services

Clinical commissioning groups (CCGs) buy or commission out-of-hour services on behalf of individual GP surgeries. These services are usually provided by another organisation, but sometimes they could be provided by your GP. If you have a concern about out-of-hours services, you could make your complaint either directly to the out-of-hours provider or to the CCG.

Individual healthcare professionals

Each individual healthcare professional that looks after you must provide a good standard of care. This is a legal duty and it's also required by the regulatory body of the professional. In the case of a doctor, this is the General Medical Council and in the case of a nurse at your GP’s surgery this is the Nursing and Midwifery Council. This means you can take action against an individual GP or other healthcare professional if they don’t provide this standard of care.